Email Integration

The Email integration is designed for teams that manage support through a shared inbox or email-based ticketing system that does not have a native TR-AI integration. TR-AI receives ticket data via webhook and can post replies through your email provider.

How it works

Your email routing tool (e.g. Zapier, Make, a custom script) forwards incoming support emails to TR-AI's webhook endpoint. TR-AI processes the ticket and returns a resolution. Your routing tool then sends the reply back to the customer.

Webhook endpoint

POST https://ticketresolve.ai/api/integrations/email/webhook/{trialId}

Webhook payload

{
  "ticket_id":    "unique-id-for-this-email-thread",  // required
  "subject":      "Email subject line",               // required
  "description":  "Full email body text",             // required for new tickets
  "latest_reply": "Customer reply text",              // for follow-up emails
  "contact_name": "Jane Smith",                       // optional
  "contact_email":"jane@acme.com",                    // optional
  "event_type":   "ticket_replied"                    // omit for new tickets
}

Setting up with Zapier

• Trigger: New email in Gmail / Outlook / shared inbox
• Action: Webhooks by Zapier → POST
• URL: your TR-AI email webhook URL
• Payload type: JSON
• Map email fields: Subject → subject, Body → description, Message-ID → ticket_id

Setting up with Make (formerly Integromat)

• Trigger: Watch emails (Gmail / Outlook module)
• Action: HTTP → Make a request
• Method: POST, URL: your TR-AI email webhook URL
• Body type: Raw, Content type: application/json
• Map fields as above

Reply handling

TR-AI returns the resolution in the webhook response body. Your routing tool should read the reply field and send it back to the customer:

{
  "received": true
}
// Reply is posted asynchronously — check the resolution log
// or use the /api/resolution-logs endpoint to retrieve it